A contact center is an integral part of a business. Agents are hired to talk to customers, address their queries, and provide a good support experience. However, if these agents are not empowered with the right tools and a conversational AI is not used, the experience can be unsatisfactory.
Contact center automation (CCA) with conversational AI is an intrinsic part of every contact center, regardless of size. Why? A CCA with conversational AI makes it easier for agents to do their jobs in the contact center.
In this blog, we’ll show you how conversational AI can help your business, whether it’s a contact center or any other business that utilizes a contact center.
8 reasons why conversational AI is required for contact center automation
1. Repetitive Interactions Waste Your Agents’ Time
Repetitive interactions are a scourge of contact centers. These interactions include:
- Answering the same questions over and over again,
- Repeating the same instructions to customers
- Transferring customers multiple times because they keep calling back with the same issue.
You can’t expect your agents to handle this kind of workload indefinitely. At some point, they will get tired, frustrated, and even burned out by their jobs.
You can use Conversational AI to answer frequently asked questions (FAQs) or provide pre-recorded responses to common issues like password resets or account changes with contextual routing. It can also be used for automatic phone transfers based on specific criteria such as caller ID or call type (e.g., credit card inquiry vs. complaint). The possibilities are endless.
2. Long Wait Times Reduce Customer Satisfaction
Long wait times are one of the customers’ most common complaints about businesses. Not only are long wait times frustrating, but they can also lead to decreased customer satisfaction. Zendesk Customer Experience Trends Report 2020 found that 60% of customers feel long wait times are one of the most frustrating parts of customer service.
Conversational AI can reduce wait times as it allows customers to get their questions answered right away by an automated assistant. The assistant can handle simple requests and will escalate the more complex ones to a human agent.
3. Your Customers Want 24/7 Access to You
As the world becomes increasingly connected, customers expect 24/7 access to businesses and organizations. This is especially true when it comes to customer service and support.
Conversational AI can help you meet this customer demand by providing 24/7 access to your contact center. Customers can interact with your contact center anytime, day or night, and get the answers and support they need.
With conversational AI and machine learning, you can provide customers with the best possible service and support and meet their expectations for 24/7 access.
4. Voice Assistants are More Robust Than Chatbots
Voice assistants being more robust than chatbots means that they can handle more complex tasks and queries and do so more accurately.
Voice assistants can often provide a more natural and human-like experience for your customers using NLP (natural language processing). This can help build trust and rapport and improve customer satisfaction.
5. Your Call Efficiency Metrics Will Significantly Improve
One of the most critical aspects of customer service is call efficiency. This metric measures how quickly and effectively customer services representatives can handle calls. Here’s how conversational AI helps improve their call efficiency:
Let’s say a customer calls with a question about their account. Rather than waiting on hold for a representative to become available, they can ask the conversational AI agent their questions. The agent can provide an immediate answer or escalate the issue to a human representative if necessary.
This saves the customer time and frees up the customer service representative to handle other tasks. As a result, the customer service team can work more efficiently and improve their call efficiency metrics.
6. You Won’t Need to Overstaff to Meet Demand in Peak Times
If you’re like most businesses, you experience peak demand periods during certain times of the year. This can often lead to the need to overstaff to meet customer demand. However, by using conversational AI, you can more effectively meet customer demand during these peak times without overstaffing.
Conversational AI allows you to effectively meet customer demand during peak periods as it handles more customer interactions in less time, further increasing your ability to meet customer demand. This use of conversational AI during peak seasons can lead to significant cost savings for your business.
7. Live access to detailed conversational data
If you use the conversational AI model in your business, you have live access to detailed datasets about every conversation. This speech data can be used as training data, which is precious in helping you improve your customer service, resolve issues more effectively, and even train your staff more effectively.
Having readily available conversational data can help you make your business more efficient and responsive to customer needs.
8. Your Customer Service Agents’ Jobs Will be Much Easier
With conversational AI, your agents can handle more customer queries in less time, and they’ll be able to do it efficiently.
Conversational AI can help your agents handle customer queries by automating some tasks they would normally have to do manually. For example, your agents can use conversational AI to generate responses to common customer questions automatically or to route customer queries to the appropriate department.
Instead of doing repetitive tasks, conversational AI makes customer service agents’ jobs much easier.
AI will change how we interact with technology. Once you get used to conversational AI and it becomes a seamless part of your life, you’ll wonder how you could have ever done without it.
There are no limits to what AI can do for us in the future, and it doesn’t look like it will be long before we see even more advancement in this space. The question is: will you enjoy the benefits of this technological revolution or not?
Vatsal Ghiya is a serial entrepreneur with more than 20 years of experience in healthcare AI software and services. He is the CEO and co-founder of Shaip.com, which enables the on-demand scaling of our platform, processes, and people for companies with the most demanding machine learning and artificial intelligence initiatives.